A potential for data loss has been found in PureDisk 6.6 and 6.6.0.1. "Deleted entries" in the PureDisk Metabase may cause files to be deleted prematurely. PureDisk Deduplication Option (PDDO) is not affected.

Problem

A potential for data loss has been found in PureDisk 6.6 and 6.6.0.1. "Deleted entries" in the PureDisk Metabase may cause files to be deleted prematurely. PureDisk Deduplication Option (PDDO) is not affected.

Solution

Introduction:

After a
Windows client backup, "deleted entries" are added to the PureDisk Metabase,
although the files or folders for these entries are still on the client's file
system. If any incorrect "deleted" entries in the database are processed
by data removal, data may be removed prematurely and become unavailable for
restore even though backups have completed successfully. PDDO is not
affected by this issue. When this issue is seen, drive letters will be missing
when browsing to restore data for the client in question.

What is affected:

- PureDisk
6.6 and 6.6.0.1 on all supported Windows client platforms

How to determine if affected:Data loss
has been known to occur if ALL of the following conditions are
met:

- The PureDisk versions
mentioned above are being run on a Windows agent.

- Files and/or folders selected
for backup on multiple drive letters, or a full system backup is configured for
an agent with multiple drive letters

- Snapshots are enabled for the
agent

- Drive letters appear to be
missing when browsing to restore files for the agent

- Data removal meets its
retention for the agent's data

If the above conditions are met, data removal and
Metabase (MB) garbage collection policies should be disabled and Technical
Services should be contacted. When this issue is encountered, multiple-drive
dataselections will be missing file and folder data. Additionally, very
large polist.po files (as large as 5 to 80GBytes) will be seen on the
client-side under the "tmp" and "var" sub-folder of the installation
path. Due to the fact that these files grow to a large size, backups may
fail due to lack of drive space. If no missing drive letters are seen,
there is no sign of immediate data loss. However, if the first three
conditionsabove have been met, it is strongly recommended to contact
Technical Services to ensure the configuration is not potentially
affected.

Note: If the affected data selections are
replicated to a different storage pool, the replicated data selections will also
be affected.

Workaround:If the above conditions are met,
please disable all data removal and Metabase (MB) garbage collection policies
and contact Technical Services. If the Formal Resolution (below) is not
yet available or feasible to apply, reference this TechNote ID (338287) and
Etrack 1901224 for an Emergency Fix and further
instructions.

Formal Resolution:Symantec has acknowledged
that the above mentioned issue (Etrack 1912529) is present in the current
version(s) of the product(s) mentioned at the end of this article. This is
address in version 6.6.0.2, available in the related documents section,
below.

NOTE: If 6.6.0.2 is applied to address this issue, it
is still recommended to disable all data removal and Metabase (MB) garbage
collection policies and contact Technical Support as soon as
possible.

Best Practices:Symantec strongly recommends the
following best practices:

1. Always perform a full backup
prior to and after any changes to your environment

2. Always make sure that your
environment is running the latest version and patch level

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Please note that this document is a translation from English, and may have been machine-translated. It is possible that updates have been made to the original version after this document was translated and published. Veritas does not guarantee the accuracy regarding the completeness of the translation. You may also refer to the English Version of this knowledge base article for up-to-date information.

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